DOCUMENT RESUME ED 317 723 CE 054 394 TITLE Consumer's Resource Handbook and A Teacher's Guide to the Consumer's Resource Handbook. INSTITUTION Office of Consumer Affairs, Washington, D.C. PUB DATE 90 NOTE 106p. AVAILABLE FROM Handbook, Consumer Information Center, Pueblo, CO 61009 (jingle copies free). PUB TYPE Reference Materials - Directories/Catalogs (132) -- Guides - Classroom Use - Guides (For Teachers) (052) EDRS PRICE MF01/PC05 Plus Postage. DESCRIPTORS Adult Education; *Consumer Economics; *Consumer Education; *Consumer Protection; *Family Life Education; Home Economics; *Home Management; *Money Management; Purchasing; Secondary Education; State Agencies ABSTRACT This document consists of a handbook for consumers and a teacher's guide to the handbook. The first part of the handbook gives advice on how to be a smart consumer and includes information on how to get the most for the money, handle a complaint, write a complaint letter, use the handbook, select child care, protect personal property, choose a school, select a home-improvement company, use credit cards, shop by telephone, and shop by mail. The second part constitutes about 90 percent of the handbook and contains names, addresses, and telephone numbers of businesses; state, county, and city government consumer protection offices; state agencies on aging; state banking authorities; state insurance regulators; state utility commissions; state vocational and rehabilitation agencies; state weights and measures offices; military commissary and exchange contacts; federal information centers; other selected federal agencies; and federal government offices that have telecommunications devices for the deaf. The handbook concludes with information on books for blind and physically handicapped persons, TDD operator services, and an index. The teacher's guide consists of suggestions for using the handbook to help students make informed decisions, handle complaints, and study consumer affairs in more depth. A list of key sources of consumer assistance is included. (CML) *********************************************************************** Reproductions supplied by EDRS are the best that can made from the original document. ************************W*************************************A***** Cit VIMIONO 41111.11MIONIMI a 171.111111111111PlOW 1110. VINION./ 7-4 GYZ wRESOURCE H ANDBOOK O Ilk ol% U S DEPARTMENT OF EDUCATION Oilier of Educational RnSeart h and Improvement E UCATIONAL RE SOURCES INFORMATION CENTER !FRC' Th15 <10, urntml has hew, rpprodu, on as Office of the Special Adviser to the President for Consumer Affairs ,ece.ved from thrr petS0n la olganitation The White House, Washington, DC originating it ( M.^01 chanS)eS have tte...1, °WU. 10 .0,1,,OVP and the W(00(10(1010 (Wahl), United States Office of Consumer Affairs i'0005 Of v 0100,,01$ ',Wt.,' 0,,S 00, 0 lhcht dr, 001 opt essar.iv wtvesent off., Of RI position (U unlit y BEST COPY AVAILABLE "air, 111.,A6A j "...On a grand scale, consumerism is nations creating policies that are responsive to consumer perspectives. Consumerism is corporations that make safety their first concern and develop quality products and services. Consumerism is govern- ments using tax dollars wisely, responsively, and ethically. It is e'so charities that inspire us to support worthy causes with our financial 'esources. On a more personal level, consumerism is a parent putting safe, nutritious food on the table. It is families knowing how to spend and save wisely so they have enough money left over to pursue a dream or enjoy a special pastime. Indeed, the marketplace skills of individual consumers play an important role in ensuring that every American citizen enjoys his or her share in our Nation's prosperity..." Excerpts from President Bush's 1989 Proclamation of National Consumers Week, April 23-29, 1989 [Asti,71--WIXIRK-Juv--.E.A.u.mocmPw...-_,._-=a,---x--1_,_ Aa_.,_Apa---=.1r---_,....._a_-_..m,e,-.,,sre--,,---2101ailc_,MEM - 5,,,,,,c_ssalk.7.2.3 Consumer's Resurce 0k Published by the United States Office of Consumer Affairs Bonnie Guiton Special Adviser to the President for Consumer Affairs and Director, United States Office of Consumer Affairs Andrew Poat Deputy Director Nickie AthanasonDymersky Ger 3ral Counsel Michelle Muth Managing Editor Beth Borders Associate Editor Special thanks to the U.S. Office of Consumer Affairs Dinah Bembo Nellie Fegans Fred Johnson Geraldine Bower Millie Gerstner Frank Marvin Daisy Cherry Barbara Hill Howard Seltzer Edna Cosby Bonnie Jansen Gina Lay Steiner Kellee Elkins Valerie Jarrell Karen Stockmeyer Patricia Fa ley Ron Jensen Juanita Yates Acknowledgments Funding for this publication was made possible through the support of the following Federal departments andagencies: Consumer Product Safety CommissionDepartment of AgricultureDepartment of Defense Department of EducationDepartment of EnergyDepartment of Health and Human Services Department of Housing and Urban DevelopmentDepartment of the InteriorDepartment of Justice Department of LaborDepartment of Veterans AffairsFederal Communications Commission Federal Deposit Insurance CorporationFederal Trade CommissionGeneral Services Administration National Credit Union AdministrationPostal Rate CommissionSmall Business Administration United States Postal Service Government Printing Office 1990 Edition This Handbook is a public document and may be reproduced in part or in its entirety without permission. Please credit the L.S. Office of Consumer Affairs. Additional single copies of the Consumer's Resource Handbook are available free by writing: Handbook, Consumer Information Center, Pueblo, Colorado 81009. 4 THE WHITE HOUSE WASHINGTON Dear Consumer: I am proud to introduce the 5th edition of the Consumer's Resource Handbook. This how-to-do-it guide is one of the most popular and widely-praised books ever pub- lished by the Federal government. The Handbook is written for the individual American consumer and the consumer affairs professional. In "Part I--How to be a Smart Consumer" we offer hints on how to get the most for your money. "Eubie Smart" is a special cartoon character we use with our list of con- sumer tips. This section contains tips on how to choose child care, how to protect your privacy, and how to choosy a school for your child. Eubie also offers pointers about car repair, home remodeling, and credit card fraud. If you are trying to resolve a consumer complaint, this part of the Handbook shows you how to write a complaint letter. The second section, "Part II--Consumer Assistance Directory," lists the addresses and telephone numbers of businesses, state and local consumer protection offices, and Federal government agencies. You can write or call these offices for help with your con- sumer questions and problems. If you are riot sure where to find the information you need, check the Index in the back of the Handbook. The Index is arranged by subject. Whether you are an individual consumer or a consumer affairs professional, we hope you will find this Handbook useful. Bonnie Guiton Special Adviser to the President for Consumer Affairs and Director, United States Office of Consumer Affairs Table of Contents Message from President Bush Letter from Bonnie Guiton, Special Adviser to the President for Consumer Affairs, and Director, U.S. Office of Consumer Affairs..ii Part I. How to be a Smart Consumer How to Get the Most for Your Money and Avoid Consumer Problems How to Handle Your Own Complaint 2 How to Write a Complaint Letter 2 Sample Complaint Letter 3 How to Use this Handbook 4 What's in the Handbook 4 Consumer Tips from Eubie Smart 7 Part II. Consumer Assistance Directory Corporate Consumer Contacts 11 Car Manufacturers 35 Better Business Bureaus 42 Trade Associations and Other Dispute Resolution Programs 45 State, County, and City Government Consumer Protection Offices 48 State Agencies on Aging 61 State Banking Authorities 63 State Insurance Regulators 65 State Utility Commissions 67 State Vocational and Rehabilitation Agencies 69 State Weights and Measures Offices 73 Military Commissary and Exchange Contacts 75 Federal Information Centers 77 Selected Federal Ager,cies 78 Federal TDD Directory 84 Index 87 Acknowledgments 6 iii Part I How to Bea Smart Consumer How to Get the Most for Your Money and Avoid Consumer Problems Before you buy: After you buy: Think about what you need and what product or service Read and follow the instructions on how to use the features are important to you. product or service. Compare brands. Ask for word-of-mouth recommenda- Use the product only for the purpose outlined by the tions and look for formal product comparison reports. manufacturer in the instructions. Check your local library for magazines and other publi- cations that contain product comparisons. Read and understand the warranty. Keep in mind that you may have additional warranty rights in your state. Compare stores. Look for a store with a good reputation Check with your state or local consumer office for more and plan ahead to take advantage of sales. information. A list of these offices begins on page 48. Check with your local Better Business Bureau (BBB) to Keep all sales receipts, warranties, and instructions. find out if the company is reputable. If trouble develops, report the problem to the company Check for any extra charges, such as delivery fees, in- as soon as possible. Trying to fix the product yourself stallation charges, and service costs. may cancel the warranty. Read warranties to understand what you must do and what the manufacturer must do if you have a problem. Keep a file of your efforts to resolve the problem. It should include the names of the individuals you speak Read contract terms carefully. Make sure all blank with and the date, time, and outcome of the conversa- spaces are filled in before ycu sign a contract. tion. Also, keep copies of the letters you send to the company and any replies they send to you. Ask the sales person to explain the store's return or ex- change policy. Do not assume an item is a bargain just because it is advertised as one. Eubie Smart is a copyright of The Advertising Council, Inc.